Introducing our new automated fraud notification system, protecting your money 24/7.
We use sophisticated tools to monitor your debit card and detect any unusual or suspicious activity. As a proactive security measure, we are activating a fraud detection alert system to help protect your account 24 hours a day.
In addition to protecting your account, this new system will provide an additional layer of security to safeguard your account and information. We offer Zero Liability protection on all of our Columbia Bank VISA® Debit Cards. Zero Liability means you won’t be held liable for unauthorized purchases made with your debit card when reported or detected promptly.
Whenever a potentially fraudulent transaction occurs, our system will automatically call or text the phone number associated with your accounts. This call or text will prompt you to verify with us whether the transaction is "fraudulent" or "OK."
If the transaction is fraudulent, our team will close the debit card in question, order a new debit card and open a dispute claim, if applicable. If we're unable to contact you about the potentially fraudulent transaction, a temporary hold will be placed on your debit card until the transaction is verified.
If you experience a temporary hold and have not received a phone call or text, we may not have your current phone number on file. For immediate assistance, simply call the number located on the back of your debit card.
Fraud Detected: Your debit card is immediately suspended after a fraudulent transaction is detected.
Automated Alert: The system automatically calls the numbers on file, waiting 15 minutes between each call, and will attempt to reach you for one business day. If you miss the phone call, you may call back the number provided in the message or call the number listed on the back of your debit card.
Verify Transaction: When we reach you, you can confirm or deny the transaction and your debit card will either be unlocked or you will be assisted with the next steps to dispute the fraudulent activity. If we are unable to reach you within six business days, the debit card will be closed.
As an additional convenience, we are now offering real-time fraud alerts in the form of mobile text messages. If you have a cell phone number on file, you will receive a notification via text whenever a potentially fraudulent transaction occurs. If you do not have a cell phone on file, please update or confirm your mobile number by visiting your local branch or calling our Client Care team at 877-272-3678.
When potentially fraudulent activity is suspected, you will receive an automated text at your mobile number prompting you to reply “YES or NO” to the transaction made with your debit card. Below is a sample text you may see.
What should I do if my debit card is restricted or cancelled?
If your debit card is frozen, you should immediately contact Client Care at 877-272-3678. Client Care will be able to close your debit card, offer options for a new debit card and begin a fraud dispute, if applicable.
If I miss the automatic fraud alert phone call or if the wrong phone number on is file, what are the next steps I should take?
If you miss the fraud alert phone call, or if the call went to the wrong phone number, you may call Client Care at 877-272-3678 to address the suspicious activity and update your contact information as needed.
Have the parameters that trigger a fraud alert changed at all?
The way fraudulent activity is detected has not changed and the same triggers are still in place. The new automatic fraud alert system will not increase or decrease the number of fraudulent alerts you receive.
If fraudulent activity is detected, will my debit ard be restricted or cancelled before the automatic phone call is made?
Debit cards are immediately frozen when fraudulent activity is detected.
Who should I contact to reinstate my debit card after it has been restricted or cancelled?
Please contact Clent Care at 877-272-3678 to reinstate your debit card if it has been restricted or cancelled.
Will I receive calls 24/7?
No, calls will not go out after 9:00 p.m. local time. If a transaction triggers the fraud detection system after 9:00 p.m. local time, the debit card will be restricted and the automated call will initiate the next morning at 8:00 a.m. local time.
What phone number does the system call?
The system will call the phone numbers associated with your accounts. The calls will go in order of cell phone, home phone and then work phone, with 15 minutes in between each call. The system will attempt to reach you for one business day.
If a voice message is left, how long do I have to call back? What if I accidentally miss or ignore the phone call?
You are advised to call back the phone number provided in the voice mail message as soon as possible. The debit card will remain restricted for five business days. The debit card will be closed on the sixth business day after the alerts are sent if you do not verify the transaction.
Can I opt out of calls?
Yes, you may request to opt out of all future calls or opt out of calls to specific numbers. Please contact Visa Card Services at 866-623-3482 if you wish to opt out of calls.
Please note if you opt out of all calls and we do not have an email address on file and a transaction triggers our risk system, your debit card will be blocked and you will not receive notification from the bank.
I received an email, is it from Columbia Bank?
Yes! Since our automated calls only go out during specific time of day, we also send an email notification to the email address on file to provide you with real time notification.
What should I do if I have a blocked transaction after 9:00 p.m. local time?
You may call the phone number on the back of your debit card for immediate assistance.
How can I tell the difference between the automated risk calls and a scam call?
The automated calls will only ask you to verify your zip code. If you question the validity of a call, you should not give any personal information, such as your debit card number, social security number, etc. You are advised to hang up and call the number on the back of the debit card or your local branch.
What happens if the transaction in question is legitimate?
You will be prompted to press the option indicating the transaction is legitimate, your debit card will automatically be unblocked, and no further action is needed.
We'll find a branch near you. You can also visit the locations page or contact us.
Contact us at 1-877-272-3678 or visit your local branch for additional information.
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